The sessions for the NACCM continue in the afternoon to inform, inspire and entertain. My notebook was full with insights, strategies, new stories and examples to share with my audiences and clients. Attendees will return to their offices and present a new approach to an old idea or remind all about the intrinsic value of company philosophy on culture, loyalty and the customer experience.
An authentic and experienced leader in the automobile industry, Mike Sachs of Volkswagon of America, shared about creating customer loyalty. A favorite moment of mine was as Mike read from The Last Lecture written by RandyPausch about the $ 100,000 salt and pepper shaker. One of my speeches is about the value of a lifetime customer and I will definitely include this story in future presentations. Mike shared that brand is what people say about you when you are not in the room and culture is what your employees say when you’re not in the room. Vision of the leaders creates culture.
We wrapped up the day with an engaging and energetic keynote from Jasmine Y. Green, Chief Customer Advocate with Nationwide Insurance Company. A story-teller extraordinaire and a no-holds bar approach with her Board of Directors all the way down to front-line employees, Jasmine is all about the customer. She shared that the culture of her organization moved from be careful to be full of care with heart, mind and soul. One of the success methods contributed by Jasmine was a recognition program that includes peer-to-peer, boss selection and the CEO award. Recognition of employees created amazing and record-breaking Gallop Polls increases in employee engagement.